Senior Project Manager, Contact Center

Description Presidio, Where Teamwork and Innovation Shape the Future At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights. The Role Presidio is seeking an experienced, customer-facing Senior Project Manager to lead the delivery of complex Contact Center and Unified Communications solutions within a Value-Added Reseller (VAR) and IT Systems Integrator environment. This role is accountable for the end-to-end execution of large-scale on-premises, hybrid, and cloud contact center implementations, often involving multiple technologies, vendors, and stakeholders across extended delivery timelines. The Senior Project Manager owns project outcomes from contract handoff through production rollout and closeout, ensuring strict adherence to Statement of Work (SOW) scope, schedule, budget, margin targets, and customer satisfaction objectives. Key Responsibilities Project Delivery & Governance Provide end-to-end ownership of all project phases including requirements validation, detailed planning, solution design coordination, build, testing, deployment, stabilization, and formal project closeout. Develop, maintain, and actively manage integrated project plans, including work breakdown structures, critical path analysis, milestones, dependencies, and deliverables. Enforce project governance standards to ensure projects are delivered on time, within approved budget, and in alignment with contractual commitments. Financial & Commercial Management Own project financial performance, including revenue recognition alignment, cost tracking, billable utilization, and gross margin targets. Monitor and control project labor, materials, and third-party costs; provide accurate forecasting, variance analysis, and financial reporting. Partner with accounting and operations teams to ensure accurate project billing, cost allocation, and compliance with internal financial controls. Resource & Stakeholder Management Lead cross-functional project teams consisting of Presidio engineering resources, solution architects, third-party vendors, and subcontractors. Perform proactive resource planning in coordination with delivery leadership to ensure appropriate staffing, skills alignment, and capacity availability. Act as the primary point of contact for customers, executive sponsors, internal leadership, and vendor partners throughout the project lifecycle. Change, Risk & Quality Management Identify, document, and manage project risks, issues, and mitigation strategies; escalate appropriately with clear impact analysis and recommended actions. Lead formal change management processes, including scope change assessment, pricing impacts, schedule adjustments, and customer approvals. Ensure all deliverables meet Presidio quality standards, contractual requirements, and customer expectations prior to acceptance. Customer Engagement & Relationship Management Drive clear, consistent, and professional communication through status reports, steering meetings, and executive briefings. Proactively address client concerns, manage expectations, and resolve delivery challenges to maintain trust and long-term customer relationships. Represent Presidio as a trusted advisor, reinforcing a consultative delivery approach that supports repeat business and account growth. Technology Domain Awareness Maintain working knowledge and experience with enterprise contact center and collaboration platforms to effectively manage solution delivery, risks, and dependencies, including: Cisco Contact Center Express (UCCX) and Contact Center Enterprise (UCCE) Cisco Unified Communications Cisco Customer Voice Portal (CVP) Webex Contact Center and Webex Contact Center Enterprise AWS Genesys Five9 Twilio Flex CCAI Required Skills & Professional Experience Bachelor’s degree or equivalent professional or military experience. 7+ years of hands-on experience as a Senior Project Manager delivering complex, customer-facing technology implementation projects within a VAR, systems integrator, or professional services environment. Demonstrated experience managing Contact Center and Unified Communications solutions, including cloud, hybrid, and on-prem deployments. Proven ability to manage project financials, including margin, utilization, cost controls, and revenue alignment. Strong command of formal project management methodologies, documentation, and governance practices. Advanced proficiency with Microsoft Project for scheduling, dependency management, and critical path analysis. PMP, Agile, or equivalent project management certification preferred. What This Role Requires This position demands a senior-level delivery leader who is equally strong in client engagement, financial accountability, cross-vendor coordination, and complex technical delivery oversight. Success is measured not only by schedule adherence, but by margin performance, delivery quality, and long-term customer trust. Your future at Presidio Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world. Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future. Ready to innovate? Let's redefine what's next-together. About Presidio Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success. At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit Applications will be accepted on a rolling basis. Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve. Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories. The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster Presidio EEO Policy Statement is available here: https://www.presidio.com/careers Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to. Notice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.